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Senior Executive - Customer Services, S2S-IB

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2-4 Years
a month ago
106 Viewed
2 Applied

Job Description

  • Would be part of the customer services team handling Inbound calls / outbound from Credit Card holders
  • Needs to ensure all Customer Services Requests, Complaints Queries are resolved as per the TAT defined
  • Employee is expected to demonstrate highest standards in call quality product knowledge to deliver on superlative customer experience.
  • Provide real-time inputs and raise red flags on process gaps
  • Responsible for achieving targets on a daily basis like AHT, Productivity, Cross sell, retention, First call resolution, Call Quality, CSAT alongwith ensuring high quality of service with zero unscheduled leaves/ absenteeism
  • Job requires Compliant to Business Policy, processes and procedures. Need to take additional responsibilties identify process gaps on process improvement and better customer experience
  • Should be versatile dexterous in managing volumes from multiple channels ( Outbound/Inbound)
  • Employee will be empowered to take prudent decisions on levels of authority to increase FCR /FTR
  • Compliant with business policy, processes and procedures
Measures of Success(Define the Outcomes expected of the role)
  • FCR, Repeats
  • C-Sat
  • Call Quality
  • Up-sell, Cross Sell, Retention
  • Operational efficiency - AHT productivity
  • Schedule Adherence
Skills Sets Required
  • Excellent voice modulation, professional phone etiquettes and communication skills - interpersonal, verbal, and written with the goal of influencing outcomes.
  • Must be able to build positive, productive relationships with customers and team members.
  • Excellent listening, trouble shooting, problem solving and analytical skills with ability to resolve conflict effectively.
  • Strong organization, time management, and multi-tasking abilities
  • Self-motivated and ability to deliver independently
  • Certification on few of competencies listed above would be an added advantage.
  • Candidates who are multi lingual (Mandatory Tamil, English and preferably Hindi as third language). Any other language apart from these three would be added benefit. (May not be applicable for Gurgaon, but mandatory for Chennai)
Must have Qualification
  • Graduation from recognized University
Total Experience
  • 2-4 years experience is customer service industry
Relevant Experience in a field
  • Complaints handling / Process improvement/customer relationship management experience / 2 years experience in handling similar profile would be added advantage.

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Last Updated: 14-06-2024 10:05:17 AM
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